Senior Collection Agent - UAE Nationals Only

Role Overview

Senior Collection Agent at Ajman University, located in the United Arab Emirates. This position is open to UAE Nationals only.

Role Purpose

Oversee and coordinate collection activities for overdue student and client accounts while providing supervisory support to the collection team. Serve as liaison between the institution, the Legal Office, and external collection agencies to ensure timely debt recovery while maintaining stakeholder relationships and compliance with institutional and national financial regulations.

Key Responsibilities

Collection Management & Supervision

• Lead preparation of comprehensive lists of overdue student and client accounts in coordination with Accounts Receivable and Student Accounts.
• Supervise and guide collection agents on daily tasks, follow-up strategies, and communication protocols.
• Monitor collection performance, ensure targets are met, and prepare periodic reports for management.
• Review escalated cases and provide direction on appropriate follow-up actions.

Legal & External Collection Agency Coordination

• Serve as point of contact with the Legal Office for initiating legal notices, preparing case files, and tracking progress on litigation.
• Coordinate with external collection agencies, ensure timely submission of cases, and validate accuracy of statements, balances, and documentation provided.
• Follow up with agencies and Legal Office on case status and outcomes, and report results to senior management.
• Ensure all legal and collection processes comply with institutional financial policies and national regulations.

Student & Client Engagement

• Ensure clear, professional, and empathetic communication with students and clients during the follow-up process.
• Handle sensitive or complex cases requiring negotiation, payment arrangements, or escalated intervention.
• Balance firm debt recovery efforts with commitment to maintaining positive stakeholder relationships.

Systems, Controls & Reporting

• Oversee accurate and timely updating of payments, adjustments, and follow-up notes in the system.
• Ensure daily register closing procedures are completed accurately by the team.
• Maintain comprehensive records of all collection efforts, follow-ups, and legal escalations.
• Provide analytical insights on trends, cash flow impacts, and collection challenges to the Student Accounts Supervisor.

Operational Support & Flexibility

• Maintain up-to-date knowledge of fees, payment terms, policies, and financial regulations.
• Support Student Accounts operations during peak periods, including flexible shifts during admissions or main accounts during audit or closing periods.
• Assist in month-end and year-end closing processes as needed.

Qualifications & Experience

• Bachelor degree in Accounting, Finance, or related field with 2 years of directly related experience.
• Experience in UAE education industry (preferable).
• 1 year supervisory experience (preferable).
• Educational qualification requirement can be relaxed if candidate has relevant experience.

Skills & Competencies

• Timeliness and Accuracy.
• Customer Service Skills.
• Written and verbal communication skills.
• Strong analytical judgment.
• Negotiation skills.

Additional Information

• Reports to: Senior Officer, Teller Operations.
• Supervises: Collection Agents.
• Work is typically performed in a standard interior office environment.
• Position may entail work after regular duty hours, on weekends, holidays, and emergencies, and may be subject to on-call responsibilities.